Every person working in the field of sales sometimes comes across “heavy” customers who spoil the mood and simply take precious time. On a rather favorable offer, they find a bunch of arguments, leaving the conclusion of the transaction a big question. Therefore, each seller needs to have an idea of how to work with customer objections.
Recommendations for successfully overcoming objections
1. When an objection arises from the client, this indicates the presence of interest, and this is a good start. After that, it remains only to correctly answer him. It is much worse if the potential customer is completely indifferent to your products.
2. What is essentially an objection? This is a sure sign of lack of information. Dealing with objections, therefore, is to provide more information.
3. The concepts of “objection” and “condition” should be distinguished. A condition is most often an insurmountable demand, while an objection is a different judgment of a person about quality, price, delivery, etc. This opinion can be changed using some methods of persuasion.
4. Commandment of any seller: “If the buyer did not object and at the same time he is in no hurry to make a purchase, then it is only me who is to blame!”
Treat objections as an additional chance, which, on the one hand, will allow you to talk about all the benefits of the product, and on the other hand, to feel like a sales leader and take advantage of all the results of such leadership.
Work with objections should never turn into a banal argument. Even if you win in such a dispute, the customer will take revenge by going to a different place to buy. In any case, you need to behave so that the potential client can "save face."
Try to turn communication so that a person gives an answer to his objection: for this, you only need time and developed skills.
Work with objections to sales. Main stages
- Let the client object as much as possible.
First you need to determine exactly what specifically does not suit the potential buyer. Therefore, it is necessary to listen to it to the end, with all its appearance, showing a serious attitude to his words. It will be very appropriate to clarify with a person whether his idea was correctly understood, and also to receive confirmation of his words.
- Try to cast doubt on the objection itself.
In order to call into question any objection, ask to disclose it in as much detail as possible. At the same time, there should not be a shadow of condescension, sarcasm, irony, etc. in the voice. In detail, one should find “additional arguments” in favor of the incorrectness of the objection. While the person is “revealing the objection,” try to find the “vulnerabilities” of the judgment and consider your answer.
- Give arguments in your favor, agreeing in detail with the statement of the client.
In any objection, you can determine what is important and what is secondary. Agreeing in small details, demonstrate the merits of the product, opposing their objections. At the same time, show how little this objection means against the background of the benefits that the product will bring. Avoid using the word "but" - instead of it is better to use the union "and".
- Make sure that your arguments lead to the desired result.
Work with objections requires confirmation that consent has been obtained from the client and that you can move on. For this, you can use such turns as “You agree that ....”, “I believe this removes this problem ...”, “What we have come to, allows us to ...”, etc.
After all objections are finished, it remains only to competently complete the transaction. Of course, the entire arsenal of methods to neutralize objections is very difficult to list. However, the main principle can be distinguished: in the beginning you need to agree, and then correctly and gently (without any argument!) To overcome the buyer's objections.